Agenda

Erica Farmer, Co-Founder of Quantum Rise Talent Group and podcast host

Hear from one of the industry's leading voices on AI. Erica will share how to employ a ‘leapfrogging’ strategy as a manager, so your team will fly in the age of AI. Plus, discover why blending tech and teams should be the number one priority for any manager and leader right now.

Rob Wilkinson, CX Solutions Consultant at evaluagent & Simon Poland, Director of Professional Services at evaluagent

Not everyone is excited by AI. In fact, it can feel like just another thing on your list to be investigating, implementing and monitoring. All this, amongst the other business-critical priorities and challenges you’re handling each day.

If this sounds like you, this session is ideal for you. evaluagent's resident experts Rob Wilkinson and Simon Poland will give a whistle-stop tour of the prerequisites to AI in the contact center, covering everything operations, goals, working with a trusted vendor, getting buy-in and managing expectations. Not to be missed if you’re considering how to make AI work for you.

It's been a busy couple of hours! Take a moment to share what you've learned so far with other attendees in the Lobby, and top up your refreshments ready for round two.

Martin Teasdale, Get Out of Wrap podcast host and Founder of the Team Leader Community

Today’s contact centers are a far cry from the telephone-only buzz of bygone years. Now, agents must be across compliance measures, trained to help vulnerable customers, and subject to more demanding conversations. Meanwhile Team leaders not only need to coach agents through these challenges, but also keep an eye on data and wider team goals.

So, what can you do to ensure these essential team members thrive? Get Out of Wrap host and Founder of the Team Leader Community, Martin Teasdale is well placed to shared advice, tactics and programs to help your team succeed against a backdrop of change.

For contact center managers and QA teams, understanding the true voice of the customer is no longer an option—it’s essential for driving meaningful action. In this session, we’ll explore why AI-powered transcription is the key to uncovering valuable insights from every interaction point. From enabling sentiment analysis to powering real-time agent support, transcription acts as the foundation for transforming call center operations and elevating the customer experience.

Hear about practical tips for leveraging AI-driven transcription to analyze 100% of customer interactions, providing a clear roadmap for improving quality assurance, agent performance, and customer satisfaction.

Absolutely! While we'd love for you to stay the whole time, you're equally welcome to drop in and out for sessions that appeal most to you. The schedule is on this webpage, and will be emailed to you too.

During keynotes and masterclass sessions, you'll have the opportunity to interact and ask questions through the virtual event platform's interactive features.

The summit is an online event, so you can participate from anywhere so long as you have an internet connection! The summit will begin at 2pm BST and 9am EST on 16 October 2024

By registering for the summit, you will receive email updates and notifications about the event schedule, speakers, and any changes or additions to the program. Be sure to follow evaluagent on LinkedIn for more updates, resources and event highlights.

No, the Contact Center Performance Summit is a free online event - easiest decision ever!

To register for the summit, click any of the 'Register now' buttons and follow the registration instructions provided.

In case of technical issues, there will be support available through the virtual event platform. Look for assistance options provided within the platform.

Absolutely! The summit is open to anyone interested in contact center performance improvement. It's particularly relevant for contact center leaders, Quality Managers, and Team Leaders.